Re: Calgary/Winnipeg Client Consent Agreements Changes

Hi Tim

Updated the English and French PAF for Montreal and have included a general
CAD Credit card PAF that can be used for all other locations where a client
opts to use a CC vs PAD

Please let me know if there is anything else I can assist with.

Thank you,

Lito Delapena
Help Desk Manager
* Please note my email has changed: *
lito.delapena@thekey.com
<https://brand.thekey.com/esg/lito.delapena@thekey.com>
619-722-8561 Ext. 190013
TheKey.com <https://www.thekey.com/>
[image: TheKey] <https://homecareassistance.com/>


On Wed, Dec 6, 2023 at 11:03 AM Timothy Thomas <tt@thekey.com> wrote:

> Hi Lito,
>
> Thank you for this. Please note that for Montreal (Quebec), we cannot
> apply the 2.7% credit card fee as per provincial law.
>
> @Steve Koyanagi <skoyanagi@thekey.com> to your point in the other thread
> can we use a single PAF form for all of Canada (minus Montreal)? I see no
> mention of the local entities on the form. If yes then I prefer
> the Vancouver format.
>
> If the above is ok, we would need a stand alone credit card form in
> English and French without the fee language for Montreal which would only
> be used for clients who refuse PAD.
>
> I hope that makes sense.
> Thanks
> Tim
>
>
>
>
> On Wed, Dec 6, 2023 at 12:11 PM Lito Delapena <lito.delapena@thekey.com>
> wrote:
>
>> HI Team,
>>
>> I have updated the CC PAF template for our CAD clients to include the
>> 2.7% Surcharge Verbiage. @Timothy Thomas <tt@thekey.com>  I noticed that
>> the forms did not include American Express as one of the Credit Card
>> Options, should this be added be added? I have also updated the French
>> version of the Montreal PAF, if you can please review and let me know if
>> adjustments are needed.
>>
>> Thank you,
>>
>> Lito Delapena
>> Help Desk Manager
>> * Please note my email has changed: *
>> lito.delapena@thekey.com
>> <https://brand.thekey.com/esg/lito.delapena@thekey.com>
>> 619-722-8561 Ext. 190013
>> TheKey.com <https://www.thekey.com/>
>> [image: TheKey] <https://homecareassistance.com/>
>>
>>
>> On Wed, Dec 6, 2023 at 8:49 AM Steve Koyanagi <skoyanagi@thekey.com>
>> wrote:
>>
>>> Sounds good; feel free to reach out to me as needed.
>>>
>>> On Wed, Dec 6, 2023 at 5:41 AM <eclark@thekey.com> wrote:
>>>
>>>> Hi Steve
>>>>
>>>>
>>>>
>>>> Thank you for your help with this!
>>>>
>>>>
>>>>
>>>> Lito runs our Billing Help Desk and is working on this for our Canada
>>>> clients, and Alyson is tracking the project status so I’ve copied them both
>>>> here. Yesterday I saw that our Payment Authorization forms already include
>>>> the right fields, so I think we’re all set there, not sure where the 2.7%
>>>> surcharge fee is called out but I am looping Lito in to confirm what is
>>>> needed.
>>>>
>>>>
>>>>
>>>> To follow, Tim, we need to make sure Pandadoc has all the same
>>>> paperwork and the field knows how to ensure they select the right forms and
>>>> we should be all set.
>>>>
>>>>
>>>>
>>>> Elizabeth Clark
>>>>
>>>> *Director, CI & Transformation*
>>>>
>>>> *Long Term Care Insurance, Onboarding*
>>>>
>>>>
>>>>
>>>> *TheKey*
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> *From:* Steve Koyanagi <skoyanagi@thekey.com>
>>>> *Sent:* Tuesday, December 5, 2023 8:31 AM
>>>> *To:* Timothy Thomas <tt@thekey.com>; Elizabeth Clark <
>>>> eclark@thekey.com>
>>>> *Subject:* Re: Calgary/Winnipeg Client Consent Agreements Changes
>>>>
>>>>
>>>>
>>>> Hi Tim,
>>>>
>>>>
>>>>
>>>> In the US we include the credit card fee language in our payment
>>>> authorization form. Can you circulate what you are using in Canada? My
>>>> assumption is it's already there, but if not we can add it.
>>>>
>>>>
>>>>
>>>> On Tue, Dec 5, 2023 at 6:15 AM Timothy Thomas <tt@thekey.com> wrote:
>>>>
>>>> Hi Steve,
>>>>
>>>>
>>>>
>>>> Now that we are set up to apply credit card fees across Canada (not
>>>> including Quebec) do we need to update our CCAs or Payment forms to include
>>>> this?
>>>>
>>>>
>>>>
>>>> Thanks.
>>>>
>>>> Tim
>>>>
>>>>
>>>>
>>>> On Mon, Dec 4, 2023 at 5:12 PM <eclark@thekey.com> wrote:
>>>>
>>>> I think that verbiage is in the PAF form, but yes it should be called
>>>> out somewhere. Additionally, I hear your PAF needs to be updated to include
>>>> the proper vernacular for Canada. Alyson can engage Audra to help with
>>>> this, let us know if you can work on this in the interim or if you want us
>>>> to help.
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> *From:* Timothy Thomas <tt@thekey.com>
>>>> *Sent:* Wednesday, November 29, 2023 12:16 PM
>>>> *To:* Elizabeth Clark <eclark@thekey.com>
>>>> *Subject:* Fwd: Calgary/Winnipeg Client Consent Agreements Changes
>>>>
>>>>
>>>>
>>>> Hey,
>>>>
>>>>
>>>>
>>>> Do we need to update our consent agreements to include language on the
>>>> credit card service fee?
>>>>
>>>>
>>>>
>>>> ---------- Forwarded message ---------
>>>> From: *Chuck Terlesky* <cterlesky@thekey.com>
>>>> Date: Wed, Nov 29, 2023 at 2:13 PM
>>>> Subject: Calgary/Winnipeg Client Consent Agreements Changes
>>>> To: Timothy Thomas <tt@thekey.com>
>>>>
>>>>
>>>>
>>>> Hi Tim,
>>>>
>>>>
>>>>
>>>> We require a clause in the client consent agreement that allows us to
>>>> input a minimum number of hours if we choose to start the service.
>>>>
>>>>
>>>>
>>>> Secondly, we require language if a client uses a credit card that there
>>>> will be a 2.7% charge to do this.
>>>>
>>>>
>>>>
>>>> Thirdly - on the Pre-Authorized Debit (PAD) agreement - there needs to
>>>> be a space to write the financial institution. In addition, we need to
>>>> clarify the transit number is 5 digits. Almost every PAD is filled out
>>>> incorrectly which slows the process down to find the correct information.
>>>>
>>>>
>>>>
>>>> Please let me know if you have any questions,
>>>>
>>>> Regards,
>>>>
>>>> Chuck
>>>>
>>>>
>>>>
>>>> --
>>>>
>>>> *Chuck Terlesky B.A., CCPE*
>>>>
>>>>
>>>>
>>>> *General Manager/Regional Caregiver Ambassador for Canada403-301-3777*
>>>>
>>>> *TheKey.ca*   <https://thekey.ca/>
>>>>
>>>>
>>>>
>>>> [image: Image removed by sender. TheKey]
>>>>
>>>>
>>>>
>>>>
>>>> --
>>>>
>>>> *Tim Thomas*
>>>>
>>>> Head of Canada Division
>>>>
>>>> *Please note my email has changed:*
>>>>
>>>> tt@TheKey.com <tt@thekey.com>
>>>>
>>>> (514) 591-9387
>>>>
>>>> *TheKey.ca <https://www.thekey.ca/>*
>>>>
>>>> [image: Image removed by sender. TheKey] <https://www.thekey.com/>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>>
>>>> --
>>>>
>>>> *Tim Thomas*
>>>>
>>>> Head of Canada Division
>>>>
>>>> *Please note my email has changed:*
>>>>
>>>> tt@TheKey.com <tt@thekey.com>
>>>>
>>>> (514) 591-9387
>>>>
>>>> *TheKey.ca <https://www.thekey.ca/>*
>>>>
>>>> [image: Image removed by sender. TheKey] <https://www.thekey.com/>
>>>>
>>>>
>>>>
>>>>
>
> --
> Tim Thomas
> Head of Canada Division
> *Please note my email has changed:*
> tt@TheKey.com <tt@thekey.com>
> (514) 591-9387
> TheKey.ca <https://www.thekey.ca/>
> [image: TheKey] <https://www.thekey.com/>
>